Program Director, Voice of the Customer (VoC) Insights

Elevance Health

. Lead the enterprise Voice of the Customer operating model to reduce Consumer Effort across calls, chat, and digital interactions .

Posted 9/25/2026full-timeUnited StatesLead💰 $125,840 - $188,760 per yearWebsite

Tech Stack

Tools & technologies

AWSAzureCloudServiceNow

About the role

Key responsibilities & impact

Lead the enterprise Voice of the Customer operating model to reduce Consumer Effort across calls, chat, and digital interactions
Run the cross-functional VoC Command Center, including hotspot reviews, root-cause discussions, owner follow-up, action tracking, and executive updates
Direct development, planning, prioritization, approval, implementation, and governance of enterprise VoC and Consumer Effort programs
Manage VoC intake, prioritization, roadmap, backlog, decision log, risk register, and benefits tracking
Partner with Analytics, Digital, Operations, Product, Clinical, Pharmacy, Provider, Technology, Compliance, corporate, and regional business teams
Research relevant practices and stay current on industry trends and emerging AI-enabled capabilities
Use AI-enabled tools for topic discovery, sentiment analysis, verbatim summarization, anomaly detection, journey diagnostics, and executive storytelling
Ensure AI outputs are human-reviewed, explainable, and appropriate for a regulated healthcare environment
Facilitate cross-functional action sprints and develop communication materials, training criteria, presentations, and program reporting
Identify opportunities for virtual assistants, agent assist, self-service, knowledge management, proactive outreach, or agentic AI to reduce member effort
Manage leadership communications and executive-ready updates
Provide leadership to program managers and project managers
Improve Consumer Effort Scores across priority member journeys, channels, and high-friction experiences
Strengthen VoC issue detection, prioritization, ownership, action tracking, and benefits measurement
Accelerate root-cause identification and resolution of member pain points
Provide visibility into enterprise CX priorities, AIP Consumer Effort targets, and business impact

Requirements

What you’ll need

BA/BS and minimum of 10 years’ experience in external client facing program management, project management; complex business processes, strategic and business planning; or any combination of education and experience, which would provide an equivalent background
10+ years of experience in Customer Experience, Voice of the Customer, service operations, digital products, healthcare operations, analytics, or enterprise program management
5+ years leading complex, cross-functional initiatives with senior leadership visibility
Experience managing VoC, CX measurement, journey management, closed-loop feedback, or customer effort improvement programs
Practical familiarity with AI-enabled CX / VoC capabilities such as text analytics, speech analytics, conversational analytics, generative AI summarization, virtual assistants, agent assist, or journey analytics
Strong data fluency and ability to interpret dashboards, identify drivers, challenge assumptions, and partner with Analytics on measurement and impact validation
Ability to translate customer insights into executive narratives, business priorities, and measurable action plans
Strong influence, facilitation, communication, and change management skills
Understanding of privacy, compliance, and responsible AI considerations in a regulated environment
Healthcare payer or regulated industry experience
Experience improving Consumer Effort, NPS, CSAT, first contact resolution, repeat contact, transfer rate, digital containment, or cost-to-serve
Experience with VoC, contact center, journey analytics, or experience management platforms such as Qualtrics, Medallia, Genesys, Salesforce, ServiceNow, or similar tools
Familiarity with enterprise cloud and AI ecosystems such as AWS, Azure, or Google Cloud, including speech/text analytics, virtual assistants, agent assist, knowledge management, or agentic AI use cases
Associates must be within a reasonable commuting distance from a posting location unless accommodation is granted as required by law
Candidates in certain patient/member-facing roles must become vaccinated against COVID-19 and Influenza, unless an acceptable explanation is provided

Benefits

Comp & perks

Comprehensive benefits package
Incentive and recognition programs
Equity stock purchase
401k contribution
Merit increases
Paid holidays
Paid Time Off
Incentive bonus programs
Medical benefits
Dental benefits
Vision benefits
Short- and long-term disability benefits
401(k) with match
Stock purchase plan
Life insurance
Wellness programs
Financial education resources
Hybrid work flexibility
Professional and personal growth opportunities